Sales Service Innovation

Our approach towards Customer Service Innovation helps clients in managing their sales & service activities to improve their top line and bottom line by providing various analytics & reporting tools which enhance the overall customer experience.

A large number of financial firms in mature markets are sitting tight on legacy core – constrained by budget pressures and perceived risks. Increase demand from customer for Self-service through multiple channels & demand to cross sell across channels as experienced in today’s world can be addressed through applying Content/Process, Voice, Digital and BI/Analytics Technologies, leveraging Social Media for customer c accelerators & assurance tools for faster, better and cheaper process which help in common customer view (360 degree view including customer information, transaction information, payments systems, etc.). Changing approach to industry priorities demand efficient multi-channel sales & service solutions through IT optimization, customer centricity and innovation.

Co-ordinated and consistent approach to customer interactions across all lines of business and channels, aimed to improve customer experience and maximize profitability will provide near real time customer interaction information (demographic, transaction & service related) to Branch Advisors, On-line Banking, Mobile Banking, and Contact Centre Agents

The BFSI industry is continuously evolving in terms of customer service. The increased usage of multiple channels to deliver Sales and Service is leading to increased complexity and cost. Multiple set of technologies, legacy infrastructure and old style IT practices are adding to the challenges. Channel testing is yet another big challenge for IT to deliver channel related offerings at faster pace with high quality and low cost. Customer Interaction Assurance is an integrated testing solution covering all customer touch points such as ATMs, Online, Mobile, Branch applications, Contact Centre and more in a financial institution. This solution uses a standardized approach to bring high level of optimization and automation while ensuring full coverage.

Model based testing significantly increases application quality by improving requirements, documenting the process of deriving test cases, and allowing for controlled test overage. Organizations that use model-based testing to embed quality into the requirements phase can streamline the subsequent phases of testing, acceptance and production.

Banking Industry Architecture Network (BIAN)

BIAN sought to create an industry wide consensus regarding the architecture for banking IT systems that could improve agility and reduce cost. This vision assumes that banks can achieve the flexibility they require by implementing banking IT services that are semantic, standards based, and interoperable.